Internet

Fibre Broadband

The new internet infrastructure being installed by Openreach in Lyde Green is Ultrafast Fibre broadband known as FTTP (Fibre to the Premises), with speeds of around 300Mbps.

FTTP provides a fibre optic connection all the way from the telephone exchange to your premises, whereas traditional Fibre Broadband or FTTC (Fibre-to-the-Cabinet) is a Fibre connection to your local on-street cabinet, then a Copper connection from the cabinet to your premises.

How it works

The ultrafast optical fibre cabling which has been installed under the street connects to a Termination point (TP) in your home.

The TP is connected with an optical fibre cable to your Optical Network Terminal (ONT), also called the modem.

The ONT or modem is connected to your router via an LAN/ethernet cable. The translates light signals from the fibre optic line from your TP into electronic signals that your router can read.

Your router (e.g. your BT Home Hub) reads the signals and connects your devices (laptops/phones/tablets) to the internet via Wifi.

Openreach

Openreach, also known as BT Openreach, are the company responsible for installing, updating and checking the infrastructure for the fibre broadband. This includes the cabling in the street, the TP, and the ONT/modem.

Openreach is a BT group business, which is why it is sometimes called "BT Openreach" or confused with BT (the company that provides television/broadband/phone services). This means that while they're both owned by the same people (the BT group), they operate as separate companies. There is some crossover as BT instruct Openreach when there is a fault and Openreach visit your house to repair your BT router, but they are responsible for different things and they work with different systems.

Openreach can't be contacted directly. They are not responsible for managing your orders or accounts, any payments or billing - your internet provider does this. If you have a problem with getting your internet due to a fault with any of the infrastructure (inside or outside of the house), you need to call BT/your internet provider and log a complaint. Your provider will then ask Openreach to send out an engineer to fix things.

We are lucky, however, that there are lots of Openreach engineers about on the streets at the moment as they are still working on installing the infrastructure into new homes. If you have tried to get an engineer sent out through BT to fix a fault, but have been told it will take a long time or you are getting no where, you could try tracking down one of the on site Openreach engineers. Please be patient and polite though, the Openreach engineers on site aren't personally responsible to fix your fault and have no obligation to help you as their job is to install internet for the new homes that are being built, but they are usually very sympathetic and will do their best to help you if they can.

Getting set up with BT

Currently the most used internet provider to Lyde Green is BT. The BT internet being installed into new properties in Lyde Green is BT Infinity Fibre to the Premises (FTTP).

Once BT Openreach have installed the cabling and box in your home, you should be ready to order your internet online. It is worth searching for a deal online before ordering directly through BT as there are often offers to help you save money. It will usually take a few days to get activated once you have ordered.

Most new premises will have the BT Smart Hub a.k.a. BT Home Hub 6 (image below). Useful Guides for using these BT Hubs from BT here

If you have any problems with your broadband or account, try looking on their website help guides, or use the details below. You'll need your account number (this can be found on your bills or other letters). When you call, ask to speak to the "Fibre to the Premises" team, to be put through to the right person quickly:

  • From a landline: 0800 800 150
  • From abroad: +44 1793 596931
  • From a mobile: 01793 596931 or 800 800 150
    (Lines Open Monday to Friday 8am to 8pm, Saturday 9am to 6pm)

Alternative Providers

Currently the only known internet providers available for the Fibre to the Premises (FTTP) service in Lyde Green are BT and Zen Broadband. There are other providers for the basic Fibre Broadband (FTTC) including Origin, TalkTalk and PlusNet. Speeds will depend on the provider and package.

Residents can encourage other internet providers to make their services available in Lyde Green by registering interest on the provider's websites. Even if you aren’t interested in using these providers, it may improve the options in our area and help others (and may consequently improve the competitiveness of the BT service) so please do take a few minutes to register interest with other providers.

Virgin have made a business decision to build their own network and not use BT’s infrastructure. They will therefore have to install cabling to streets before their service becomes accessible in Lyde Green. It is expected that this will not happen for 5-7 years, but to help speed up the process, you can register your interest for Virgin Media on their website: the more interest they receive, the more likely they will be to roll out an alternative to BT in Lyde Green, and they may even consider installing cabling in the future build areas in Lyde Green. Even if you don’t intend to use Virgin Media, registering anyway could help others.